Troubleshoot a blocked, interrupted or partially failed send

First identify the stage that failed: loading recipients, reviewing previews, creating certificates or delivering email. The remedy depends on the stage. A browser error alone does not tell you whether background issuance already succeeded.

Before a send starts

• Draft or archived set: activate or restore through the supported lifecycle controls after checking the design.
• Issuer not ready: resolve application, account standing or permission issues.
• Missing design: publish and select the intended version for every selected certificate type.
• Missing data: inspect required field mappings and saved values for the affected recipients.
• Not qualified: inspect attendance, feedback and the selected type's rules.
• Signature approval required or changed: return to Design → Signatories and obtain the necessary approval.
• Insufficient capacity: inspect currently open allowance and credits, including the first monthly payment restriction.

If the review is stale

A send review represents specific recipients, data, designs and approvals. If those change, review again. Do not try to bypass a stale-review error: the new output may differ from the certificate you approved.

If the page closes or times out after confirmation

1. Open Sends and locate the operation by set and time.
2. Inspect its status and item counts before pressing Send again.
3. If it is still processing, follow that operation rather than starting a duplicate.
4. If some items failed, read their errors, fix the underlying cause and use the available retry controls.
5. Check Issued certificates to reconcile the resulting records, then inspect Emails for delivery failures.

Avoid accidental reissuance

People who already have a valid certificate are normally skipped. The option to include them exists for intentional replacement, not as a general troubleshooting switch. Enabling it just because an email is missing can create unnecessary replacement records and consume capacity.

What to send support

Include the set name, operation reference, approximate time, exact error, expected count and actual completed or failed counts. Include a certificate serial when one exists. Do not include a private key, password, webhook URL or signatory access link. This evidence helps support distinguish an issuance problem from a delivery problem.